Sadly, when Demon was taken over by a much larger outfit, an all too typical phenomenon occurred; although the helpline was still reasonably good, the company began to treat most of its customers like the little people it knew we were. Because of this, and because of the enormous amount of spam I was beginning to receive (that was getting past the Demon filters) I changed to NTLWorld when I upgraded to broadband. This company was not so good; you couldn’t send it an e-mail for fuck sake (I can’t be the only person in the world who detests these on-line forms), and the helpline was nothing like as good. The situation deteriorated when NTL was taken over by Virgin, but I had no idea just how bad it would get until I had a real technical problem. This correspondence relates what the company did - or rather what it didn’t do - when this occurred. Then, after I ditched them, they had the audacity to threaten to sue me for money they owed me!
At one point, as the reader will see, I visited the Virgin Megastore in Central London where the staff tried to be helpful. One of them asked me if I would like to sign the complaints book, which I did, and to my horror I saw it contained literally hundreds of similar complaints. Bear in mind that these were only from people who had visited this one store and had asked (or more likely been asked by exasperated counter staff) to make their presence felt. This procedure doesn’t appear to have done any good at all, certainly it didn’t in my case.
The “inspiration” for this archive was a mailshot I received in January 2010. Signed by Richard Branson himself, it tells you what you can expect if you sign up with Virgin for their broadband service. This archive tells you not what he hopes (probably in all sincerity) you will get, but what you will actually get.
FuckedByVirgin Index To Correspondence
Letter to Virgin Media: April 27, 2007
Letter from Ryan Pursey: May 11, 2007
Letter to Virgin Media, May 20, 2007
Letter from Ryan Pursey: May 29, 2007
Letter to Virgin Media: May 29, 2007
Thanks for getting In touch, June 4, 2007
E-Mail to Richard Bourne, June 12, 2007
E-Mail to Richard Bourne, June 26, 2007
Letter to Virgin Media: July 24, 2007
Letter to Liz Bardsley: August 28, 2007
E-Mail to Liz Bardsley: September 13, 2007
Letter to Richard Branson: January 9, 2010